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Case Studies

Case Studies



The client is the fourth largest web hosting company in the US, offering sophisticated IT infrastructure services like Co-location servers, Dedicated servers, Co-hosting and various web related products and services catering to medium and large corporations in North America and Europe.

Management challenge
  • Existing customers were not renewing their contracts
  • Marketing effort skewed between acquiring new customers and retaining old ones
  • Losing focus on the marketing objectives and priorities
  • Marketing team low on morale for losing hard won customers.

The client and Ceequence team jointly developed a customer survey to identify the root causes of the issues. Following the development of the survey questionnaire, Ceequence conducted a telephone survey using the client's existing customers. The survey results were analyzed to identify key insights/findings.

  • The turn around was immediate and evident, where the contract renewal rate shot up by 60%.
  • Client's awareness of customer issues enabled the business to improve service levels and tailor future marketing initiatives.